Specialist, Client Care Unit (UAE National)

Job Summary

Key Responsibilities

• Manage and execute service operations supporting customer requests initiated by front-end teams.
• Conduct customer feedback surveys and maintain accurate MIS records for monitoring and reporting.
• Document and categorise errors, issues, and complaints to facilitate pattern recognition and resolution tracking.
• Ensure all complaints are resolved within established turnaround times.
• Collaborate with team members and cross-functional units to align complaint resolution with organisational goals.
• Identify and articulate customer issues clearly and propose effective solutions.
• Perform detailed root cause analysis to uncover systemic issues and recommend sustainable process improvements.
• Investigate complex customer complaints thoroughly, escalating when necessary and coordinating with stakeholders.
• Communicate complaint outcomes clearly, empathetically, and professionally.
• Provide recommendations for service enhancements based on recurring concerns and customer insights.
• Maintain rigorous quality standards to support excellence in customer service and complaint management.

Skills and Experience

• Exceptional analytical skills to scrutinise complaint details and extract key information.
• Excellent verbal and written communication skills.
• In-depth knowledge of banking products and services with eagerness to stay updated.
• Proven ability to manage sensitive and high-risk complaints with discretion and sound judgement.
• Robust customer-centric approach demonstrating empathy and commitment to superior service.
• Strong attention to detail for accurate logging, tracking, and reporting.
• Competence in complaint management systems and tools.
• Creative and solution-oriented problem-solving skills.

Qualifications

• A bachelor's degree or graduate is preferred.

What We Offer

• Competitive salary and benefits under the Fair Pay Charter.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits in some locations.
• Time-off including annual leave, parental/maternity leave, sabbatical, and volunteering leave.
• Flexible working options based around home and office locations.
• Proactive wellbeing support through Unmind and Employee Assistance Programme.
• Continuous learning culture with reskilling and upskilling opportunities.

Work Type

• Work Type: Office Working.
• Job Location: Dubai, ARE.